ADM 3322 Chapter 2: Consumer Behaviour
24 Feb 2016
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Chapter 2 - consumer behaviour. Wednesday, september 16, 2015. The three- stage model of service consumption. In marketing it is very imp to understand why customers behave the way they do. Service consumptioncan be divided in 3 main stages (figure 2. 3 pg. Evaluation of the service performance. Which determines future intentions e. g. wanting to buy again from the same firm, recommending to friends. The nature of these steps varies depending on whether the service is: A great degree of interactions between service employees and customers, usually in people- processing services. Needs may be triggered by the following: When a need is recognized, people are likely to be motivated to take action to resolve it. In developed economies, consumers have a growing need to spend on vacations, entertainment, and increasingly novel and innovative service experience. Once a need or a problem has been recognized, customers are motivated to search for solution to satisfy that need.
